Technical Support Analyst, Associate

### **Description** As an Associate Dev Support Engineer, you will serve as a front\-line technical resource for the GenAI application. You will triage issues, support internal adopters who build and configure agents and tools in the Factory UI, and troubleshoot problems across supervisor, sub\-agent, and tooling layers. You will work with platform engineers while developing expertise in generative AI and agentic systems in a production environment. ### **A Typical Day in the Life Includes:** * Investigate and diagnose issues across supervisor and sub\-agent pipelines, including agent selection, tool execution, API or MCP errors, formatting, and streaming. * Support internal teams building agents, tools, skills, and focus modes in the Factory UI by explaining platform behavior, troubleshooting configurations, and sharing design practices. * Use tracing tools to review agent behavior, tool\-call sequences, and unexpected outputs and distinguish platform defects from configuration or prompt issues. * Monitor active platform issues, maintain adopter\-facing documentation, and document available workarounds. * Create and update internal support documentation, runbooks, and FAQs as platform capabilities evolve. * Partner with Agents, Capabilities, and Operations engineering teams to escalate confirmed defects, reproduce issues in CI and T20 test environments, and validate fixes. * Maintain knowledge of platform capabilities, including skills, human\-in\-the\-loop approvals, and A2A and MCP integrations. ### **Basic Qualifications:** * Experience in technical support, developer support, software engineering, or a related technical function. * Ability to read logs and traces, work with APIs, and analyze system behavior. * Working knowledge of generative AI and large language model concepts, including prompts, context windows, and model behavior. * Familiarity with agentic AI concepts, including agents, orchestration or supervisor patterns, tool use, and multi\-step task execution. * Working knowledge of Python or JavaScript for scripting, debugging, and lightweight tooling. * Ability to document issues and explain technical information to engineering and non\-technical audiences while working with production systems and distributed traces. ### **Preferred Qualifications:** * Experience with the Model Context Protocol or comparable tool\-calling and integration protocols. * Experience with LangSmith, LangGraph, or comparable agent tracing and observability tools. * Experience supporting or building multi\-agent or supervisor and sub\-agent architectures. * Familiarity with API gateway concepts, including authentication, token handling, and rate limits in an enterprise SaaS environment. * Experience in a customer\-facing or internal platform support role. ### **About Infor** **About Infor** Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real\-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business\-wide digital transformation. For more information visit www.infor.com **About Infor** Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real\-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business\-wide digital transformation. For more information visit www.infor.com **Our Values** At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship \& compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self\-actualization. We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long\-term value for its clients and supporters and fulfillment for its employees. Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section. **Fraud Awareness** We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. **Fraud Privacy Policy** We value your privacy at Infor. You may access our privacy policy here. **US Only** *This employer uses E\-Verify. 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